A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

You might not be able to define service, but you know it when you find it, and so do our customers. Countless seminars, books, and articles have been written on the subject of service. Every company ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

I define "customer service culture" as an atmosphere in which employees, management, and leadership serve their customers eagerly and effectively. (Think Nordstrom, USAA Insurance, Southwest Airlines, ...

Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. Rather, customer service, the firm ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...